Dissatisfaction, Disconfirmation, and Distrust: an Empirical Examination of Value Co-Destruction through Negative Electronic Word-of-Mouth (eWOM)
- 103 Downloads
Abstract
Electronic word-of-mouth (eWOM) is a key source of information for consumers and is also a vitally important source of value to business and website owners. In this study, we investigate what causes consumers to trust or distrust a review website and how value is created (or destroyed) through online reviews, which are one type of eWOM. Building on the expectation confirmation model, this study examines how consumers’ disconfirmation of previous eWOM leads to distrust of the eWOM, which in turn leads to negative eWOM and ultimately to distrust of the review website itself. Experience-based dissatisfaction directly affects the writing of negative reviews, but only indirectly influences distrust of the website. We analyze survey data collected from users of the TripAdvisor website (n = 227), with PLS results providing support for our model. Implications exist for consumers who are users of review websites as readers of eWOM, for business owners whose products and services are reviewed online, and for review website platforms.
Keywords
Negative eWOM Value co-destruction Distrust Dissatisfaction Expectation confirmationReferences
- Arndt, J. (1967). Role of product-related conversations in the diffusion of a new product. Journal of Marketing Research, 4(3), 291–295.Google Scholar
- Bhattacherjee, A. (2001). Understanding information systems continuance: an expectation-confirmation model. MIS Quarterly, 25(3), 351–370.Google Scholar
- Bhattacherjee, A., & Sanford, C. (2006). Influence processes for information technology acceptance: An elaboration likelihood model. MIS Quarterly, 30(4), 805–825.Google Scholar
- Blodgett, J. G., Granbois, D. H., & Walters, R. G. (1993). The effects of perceived justice on complainants' negative word-of-mouth behavior and Repatronage intentions. Journal of Retailing, 69(4), 399–428.Google Scholar
- Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry customers Don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services. Journal of the Academy of Marketing Science, 31(4), 377–393.Google Scholar
- Brandon, D. M., Long, J. H., Loraas, T. M., Mueller-Phillips, J., & Vansant, B. (2013). Online instrument delivery and participant recruitment services: emerging opportunities for behavioral accounting research. Behavioral Research in Accounting, 26(1), 1–23.Google Scholar
- Buonincontri, P., Morvillo, A., Okumus, F., & van Niekerk, M. (2017). Managing the experience co-creation process in tourism destinations: Empirical findings from Naples. Tourism Management, 62, 264–277.Google Scholar
- Burgess, S., Sellitto, C., Cox, C., & Buultjens, J. (2011). Trust perceptions of online travel information by different content creators: Some social and legal implications. Information Systems Frontiers, 13(2), 221–235.Google Scholar
- Cheung, C. M., & Lee, M. K. (2012). What drives consumers to spread electronic word of mouth in online consumer-opinion platforms. Decision Support Systems, 53(1), 218–225.Google Scholar
- Cheung, C. M., & Thadani, D. R. (2012). The impact of electronic word-of-mouth communication: a literature analysis and integrative model. Decision Support Systems, 54(1), 461–470.Google Scholar
- Cheung, M. Y., Luo, C., Sia, C. L., & Chen, H. (2009). Credibility of electronic word-of-mouth: informational and normative determinants of on-line consumer recommendations. International Journal of Electronic Commerce, 13(4), 9–38.Google Scholar
- Cheung, C. M., Xiao, B., & Liu, I. L. (2012). The impact of observational learning and electronic word of mouth on consumer purchase decisions: The moderating role of consumer expertise and consumer involvement. 2012 45th Hawaii International Conference on System Science (HICSS): IEEE, pp. 3228–3237.Google Scholar
- Chevalier, J. A., & Mayzlin, D. (2006). The effect of word of mouth on sales: online book reviews. Journal of Marketing Research, 43(3), 345–354.Google Scholar
- Chin, W. W. (1998). The partial least squares approach to structural equation modeling. In G. A. Marcoulides (Ed.), Modern Methods for Business Research (pp. 295–336). London: Psychology Press.Google Scholar
- Chung, N., Lee, H., Lee, S. J., & Koo, C. (2015). The influence of tourism website on tourists' behavior to determine destination selection: a case study of creative economy in Korea. Technological Forecasting and Social Change, 96, 130–143.Google Scholar
- Chung, N., Nam, K., & Koo, C. (2016). Examining information sharing in social networking communities: applying theories of social capital and attachment. Telematics and Informatics, 33(1), 77–91.Google Scholar
- Clemons, E. K., Gao, G. G., & Hitt, L. M. (2006). When online reviews meet hyperdifferentiation: a study of the craft beer industry. Journal of Management Information Systems, 23(2), 149–171.Google Scholar
- Confente, I. (2015). Twenty-five years of word-of-mouth studies: a critical review of tourism research. International Journal of Tourism Research, 17(6), 613–624.Google Scholar
- Dancer, H., Filieri, R., & Grundy, D. (2014). eWOM in online customer support communities: key variables in information quality and source credibility. Journal of Direct, Data and Digital Marketing Practice, 15(4), 290–305.Google Scholar
- Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–339.Google Scholar
- Dichter, E. (1966). How word-of-mouth advertising works. Harvard Business Review, 44(6), 147–160.Google Scholar
- Dickinger, A. (2011). The trustworthiness of online channels for experience-and goal-directed search tasks. Journal of Travel Research, 50(4), 378–391.Google Scholar
- Doh, S.-J., & Hwang, J.-S. (2009). How consumers evaluate eWOM (electronic word-of-mouth) messages. Cyberpsychology & Behavior, 12(2), 193–197.Google Scholar
- Duan, W., Gu, B., & Whinston, A. B. (2008). Do online reviews matter?—An empirical investigation of panel data. Decision Support Systems, 45(4), 1007–1016.Google Scholar
- Echeverri, P., & Skålén, P. (2011). Co-creation and co-destruction: a practice-theory based study of interactive value formation. Marketing Theory, 11(3), 351–373.Google Scholar
- Edvardsson, B., Tronvoll, B., & Gruber, T. (2011). Expanding understanding of service exchange and value co-creation: a social construction approach. Journal of the Academy of Marketing Science, 39(2), 327–339.Google Scholar
- Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1995). Consumer behavior (8th ed.). New York: Dryder.Google Scholar
- Filieri, R., Alguezaui, S., & McLeay, F. (2015). Why do travelers trust Tripadvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth. Tourism Management, 51, 174–185.Google Scholar
- Fornell, C., & Bookstein, F. L. (1982). Two structural equation models: LISREL and PLS applied to consumer exit-voice theory. Journal of Marketing Research, 19, 440–452.Google Scholar
- Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50.Google Scholar
- Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. The Journal of Marketing, 63(2), 70–87.Google Scholar
- Grönroos, C., & Voima, P. (2013). Critical service logic: making sense of value creation and co-creation. Journal of the Academy of Marketing Science, 41(2), 133–150.Google Scholar
- Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: what motivates consumers to articulate themselves on the internet? Journal of Interactive Marketing, 18(1), 38–52.Google Scholar
- Hossain, M. A., & Quaddus, M. (2012). Expectation–confirmation theory in information systems research: a review and analysis. In Information Systems Theory (pp. 441–469). New York: Springer.Google Scholar
- Hsiao, K.-L., Chuan-Chuan Lin, J., Wang, X.-Y., Lu, H.-P., & Yu, H. (2010). Antecedents and consequences of trust in online product recommendations: an empirical study in social shopping. Online Information Review, 34(6), 935–953.Google Scholar
- Hsu, C.-L., & Lin, J. C.-C. (2015). What drives purchase intention for paid mobile apps? An expectation confirmation model with perceived value. Electronic Commerce Research and Applications, 14(1), 46–57.Google Scholar
- Huang, C.-C., Lin, T.-C., & Lin, K.-J. (2009). Factors affecting pass-along email intentions (Paeis): integrating the social capital and social cognition theories. Electronic Commerce Research and Applications, 8(3), 160–169.Google Scholar
- Hung, K. H., & Li, S. Y. (2007). The influence of eWOM on virtual consumer communities: social capital, consumer learning, and behavioral outcomes. Journal of Advertising Research, 47(4), 485–495.Google Scholar
- Jaakkola, E., Helkkula, A., & Aarikka-Stenroos, L. (2015). Service experience co-creation: conceptualization, implications, and future research directions. Journal of Service Management, 26(2), 182–205.Google Scholar
- Johnson, J. S. (2016). Improving online panel data usage in sales research. Journal of Personal Selling & Sales Management, 36(1), 74–85.Google Scholar
- Johnson, R. A., & Wichern, D. W. (2007). Applied Multivariate Statistical Analysis (6th ed.). Upper Saddle River: Prentice Hall.Google Scholar
- Karahanna, E., & Straub, D. W. (1999). Information technology adoption across time: a cross-sectional comparison of pre-adoption and post-adoption beliefs. MIS Quarterly, 23(2), 183–213.Google Scholar
- Karakaya, F., & Ganim Barnes, N. (2010). Impact of online reviews of customer care experience on brand or company selection. Journal of Consumer Marketing, 27(5), 447–457.Google Scholar
- Kashif, M., & Zarkada, A. (2015). Value co-destruction between customers and frontline employees: a social system perspective. International Journal of Bank Marketing, 33(6), 672–691.Google Scholar
- Katz, M. L., & Shapiro, C. (1994). Systems competition and network effects. Journal of Economic Perspectives, 8(2), 93–115.Google Scholar
- King, R. A., Racherla, P., & Bush, V. D. (2014). What we know and don't know about online word-of-mouth: a review and synthesis of the literature. Journal of Interactive Marketing, 28(3), 167–183.Google Scholar
- Kuan, H.-H., & Bock, G.-W. (2007). Trust transference in brick and click retailers: an investigation of the before-online-visit phase. Information Management, 44(2), 175–187.Google Scholar
- Lai Ying, H., & Chung, C. M. (2007). The effects of single-message single-source mixed word-of-mouth on product attitude and purchase intention. Asia Pacific Journal of Marketing and Logistics, 19(1), 75–86.Google Scholar
- Lee, J., Park, D.-H., & Han, I. (2008). The effect of negative online consumer reviews on product attitude: an information processing view. Electronic Commerce Research and Applications, 7(3), 341–352.Google Scholar
- Lefebvre, I., & Plé, L. (2011). Emergence of value co-destruction in B2B context. In Service Dominant Logic, Network & Systems Theory and Service Science: Integrating Three Perspectives for a New Service Agenda. Napoli: Giannini.Google Scholar
- Lin, C. S., Wu, S., & Tsai, R. J. (2005). Integrating perceived playfulness into expectation-confirmation model for web portal context. Information Management, 42(5), 683–693.Google Scholar
- Lindell, M. K., & Whitney, D. J. (2001). Accounting for common method variance in cross-sectional research designs. Journal of Applied Psychology, 86(1), 114.Google Scholar
- Lu, Y., Yang, S., Chau, P. Y., & Cao, Y. (2011). Dynamics between the trust transfer process and intention to use mobile payment services: a cross-environment perspective. Information Management, 48(8), 393–403.Google Scholar
- Luca, M., & Zervas, G. (2016). Fake it till you make it: Reputation, competition, and Yelp review fraud. Management Science, 62(12), 3412–3427.Google Scholar
- Marcos-Cuevas, J., Prior, D. D., and Enz, M. G. (2015). Value co-destruction in complex B2b relations: conceptualization and mechanisms. In Ideas in Marketing: Finding the New and Polishing the Old (pp. 153–153). New York: Springer.Google Scholar
- Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709–734.Google Scholar
- Melián-González, S., Bulchand-Gidumal, J., & González López-Valcárcel, B. (2013). Online customer reviews of hotels: as participation increases, better evaluation is obtained. Cornell Hospitality Quarterly, 54(3), 274–283.Google Scholar
- Munzel, A. (2016). Assisting consumers in detecting fake reviews: the role of identity information disclosure and consensus. Journal of Retailing and Consumer Services, 32, 96–108.Google Scholar
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.Google Scholar
- Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469.Google Scholar
- Peddibhotla, N. B., & Subramani, M. R. (2007). Contributing to public document repositories: a critical mass theory perspective. Organization Studies, 28(3), 327–346.Google Scholar
- Petty, R. E., & Cacioppo, J. T. (1986). Communication and Persuasion: Central and Peripheral Routes to Attitude Change. New York: Springer-Verlag.Google Scholar
- Petty, R. E., Cacioppo, J. T., & Goldman, R. (1981). Personal involvement as a determinant of argument-based persuasion. Journal of Personality and Social Psychology, 41(5), 847.Google Scholar
- Plé, L., & Chumpitaz Cáceres, R. (2010). Not always co-creation: introducing interactional co-destruction of value in service-dominant logic. Journal of Services Marketing, 24(6), 430–437.Google Scholar
- Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: a critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879.Google Scholar
- Qiu, L., Pang, J., & Lim, K. H. (2012). Effects of conflicting aggregated rating on Ewom review credibility and diagnosticity: the moderating role of review valence. Decision Support Systems, 54(1), 631–643.Google Scholar
- Richins, M. L. (1983). Negative word-of-mouth by dissatisfied consumers: a pilot study. The Journal of Marketing, 47(1), 68–78.Google Scholar
- Robertson, N., Polonsky, M., & McQuilken, L. (2014). Are my symptoms serious Dr Google? A resource-based typology of value co-destruction in online self-diagnosis. Australasian Marketing Journal, 22(3), 246–256.Google Scholar
- Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: a cross-discipline view of trust. Academy of Management Review, 23(3), 393–404.Google Scholar
- Sánchez-García, I., & Currás-Pérez, R. (2011). Effects of dissatisfaction in tourist services: the role of anger and regret. Tourism Management, 32(6), 1397–1406.Google Scholar
- See-To, E. W., & Ho, K. K. (2014). Value co-creation and purchase intention in social network sites: the role of electronic word-of-mouth and trust–a theoretical analysis. Computers in Human Behavior, 31, 182–189.Google Scholar
- Sen, S., & Lerman, D. (2007). Why are you telling me this? An examination into negative consumer reviews on the web. Journal of Interactive Marketing, 21(4), 76–94.Google Scholar
- Shin, S.-H., Yang, S.-B., Nam, K., & Koo, C. (2016). Conceptual foundations of a landmark personality scale based on a destination personality scale: text mining of online reviews. Information Systems Frontiers, 19(4), 1–10.Google Scholar
- Sigala, M. (2017). Value co-destruction in service ecosystems: findings from Tripadvisor. In M. Sigala & U. Gretzel (Eds.), Advances in Social Media for Travel, Tourism and Hospitality: New Perspectives, Practice and Cases. New York: Routledge.Google Scholar
- Sigala, M., Benckendorff, P., Koo, C., & Tussyadiah, I. (2017). Special issue on value co-destruction and online deviant behavior in tourism. Journal of Business Research (https://www.journals.elsevier.com/journal-of-business-research/call-for-papers/value-co-destruction-and-online-deviant-behavior-in-tourism).
- Smyth, P. C. B., Wu, G., & Greene, D. (2010). Does Tripadvisor make hotels better? Derek Greene School of Computer Science & Informatics. University College Dublin Belfield.Google Scholar
- Sparks, B. A., & Browning, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management, 32(6), 1310–1323.Google Scholar
- Stamboulis, Y., & Skayannis, P. (2003). Innovation strategies and technology for experience-based tourism. Tourism Management, 24(1), 35–43.Google Scholar
- Sugathan, P., Ranjan, K. R., & Mulky, A. G. (2017). An examination of the emotions that follow a failure of co-creation. Journal of Business Research, 78, 43–52.Google Scholar
- Sundaram, D. S., Mitra, K., & Webster, C. (1998). Word-of-mouth communications: a motivational analysis. In J. W. Alba & J. W. Hutchinson (Eds.), Advances in Consumer Research (pp. 527–531). Provo: Association for Consumer Research.Google Scholar
- Sussman, S. W., & Siegal, W. S. (2003). Informational influence in organizations: an integrated approach to knowledge adoption. Information Systems Research, 14(1), 47–65.Google Scholar
- Thong, J. Y., Hong, S.-J., & Tam, K. Y. (2006). The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance. International Journal of Human-Computer Studies, 64(9), 799–810.Google Scholar
- TripAdvisor. (2017). About Tripadvisor. US Press Center (https://tripadvisor.mediaroom.com/us-about-us, retrieved August 11, 2017).
- Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1–17.Google Scholar
- Vargo, S. L., Maglio, P. P., & Akaka, M. A. (2008). On value and value co-creation: a service systems and service logic perspective. European Management Journal, 26(3), 145–152.Google Scholar
- Vartiainen, T., & Tuunanen, T. (2016). Value co-creation and co-destruction in an is artifact: contradictions of geocaching. 49th Hawaii International Conference on System Sciences (HICSS): IEEE, pp. 1266–1275.Google Scholar
- Venkatesh, V. (2000). Determinants of perceived ease of use: integrating control, intrinsic motivation, and emotion into the technology acceptance model. Information Systems Research, 11(4), 342–365.Google Scholar
- Venkatesh, V., & Goyal, S. (2010). Expectation disconfirmation and technology adoption: polynomial modeling and response surface analysis. MIS Quarterly, 34(2), 281–303.Google Scholar
- Wang, Y., & Fesenmaier, D. R. (2004). Towards understanding members’ general participation in and active contribution to an online travel community. Tourism Management, 25(6), 709–722.Google Scholar
- Wang, L., Law, R., Hung, K., & Guillet, B. D. (2014). Consumer trust in tourism and hospitality: a review of the literature. Journal of Hospitality and Tourism Management, 21, 1–9.Google Scholar
- Wani, M., Raghavan, V., Abraham, D., & Kleist, V. (2017). Beyond utilitarian factors: user experience and travel company website successes. Information Systems Frontiers, 19(4), 1–17.Google Scholar
- Wetzer, I. M., Zeelenberg, M., & Pieters, R. (2007). “Never eat in that restaurant, I did!”: exploring why people engage in negative word-of-mouth communication. Psychology & Marketing, 24(8), 661–680.Google Scholar
- Worthington, S., & Durkin, M. (2012). Co-destruction of value in context: cases from retail banking. The Marketing Review, 12(3), 291–307.Google Scholar
- Ye, Q., Law, R., & Gu, B. (2009). The impact of online user reviews on hotel room sales. International Journal of Hospitality Management, 28(1), 180–182.Google Scholar
- Yoo, K. H., & Gretzel, U. (2008). What motivates consumers to write online travel reviews? Information Technology & Tourism, 10(4), 283–295.Google Scholar
- Zeelenberg, M., & Pieters, R. (2004). Beyond valence in customer dissatisfaction: a review and new findings on behavioral responses to regret and disappointment in failed services. Journal of Business Research, 57(4), 445–455.Google Scholar
- Zervas, G., Proserpio, D., & Byers, J. (2015). A first look at online reputation on Airbnb, where every stay is above average. papers.ssrn.com.
- Zhang, X. J., Ko, M., & Carpenter, D. (2016). Development of a scale to measure skepticism toward electronic word-of-mouth. Computers in Human Behavior, 56, 198–208.Google Scholar
- Zheng, C., Yu, X., & Jin, Q. (2017). How user relationships affect user perceived value propositions of enterprises on social commerce platforms. Information Systems Frontiers (in press), pp. 1–11.Google Scholar
- Zhu, F., & Zhang, X. (2010). Impact of online consumer reviews on sales: the moderating role of product and consumer characteristics. Journal of Marketing, 74(2), 133–148.Google Scholar
- Zwass, V. (2010). Co-creation: toward a taxonomy and an integrated research perspective. International Journal of Electronic Commerce, 15(1), 11–48.Google Scholar